ITIL Incident Management Associate Service Lead
SBS (company site, opens in a new tab)6–8 yrsNoidaOn-siteDirect career pageEst. 10–18 LPA
Posted 5h ago
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Job description
Structured overview of role & requirements
About This Role
- Own end-to-end incident management, coordinating response to restore business services quickly and minimise business impact.
- Lead major and critical incident communication, escalation and coordination across technical teams and business stakeholders.
- Support service reliability through incident, problem and change management, SLA/KPI tracking, and monitoring and alerting.
Minimum Requirements
- Work Experience Required: 6–8 years expected; the JD also specifies 5+ years in IT operations, service management, production support or application support, including 2+ years managing major/critical incidents in complex enterprise environments.
- Bachelor’s degree in Information Technology, Computer Science or Engineering.
- ITIL Foundation certification is listed as “mandatory/preferred” in the JD; its status is not clear.
Ideal Candidate Profile
- Has hands-on experience managing major incidents in complex enterprise environments and coordinating infrastructure, application, security and business stakeholders.
- Can lead incident response from triage through escalation and service restoration, with accountability for business impact, communication and SLA/KPI outcomes.
- Experience with ServiceNow, Jira, Confluence or monitoring platforms such as Centreon and Dynatrace is preferred; additional ITIL Incident Management, Problem Management or Service Operations certifications are advantageous.